Frequently Asked Questions

Account/s Overview

What are the different account balances I am seeing under the Balance Inquiry?

For Bank accounts (CASA)

• Available Balance – refers to the withdrawable balance today, exclusive of uncleared check deposits and any amount on hold
• Current Balance – refers to the total account balance including any amount on hold or from uncleared check deposits

For Credit Cards

• Available Credit Limit – refers to the amount that can still be charged on your credit card account.
• Available Cash Advance Limit – refers to the amount that can still be availed as cash advance. This amount should be within the available credit limit.
• Available Deferred Payment Plan or ChargeLight Plan Limit – refers to the amount that can still be converted as installment or ChargeLight transactions. This amount should be within the available credit limit.

Fund Transfer and Bills Payment

How will I know if my fund transfer or bills payment is successful?

• A local reference number and the details of the transaction will be shown on the screen.
• You will also receive an email notification from Security Bank Online to confirm if your bills payment or funds transfer is successful or not.
• It is also advisable to check your balance and see if you have been debited of the payment or transfer amount.

Can I amend/cancel my scheduled bills payment or fund transfer if I made a mistake?

• You may only amend/cancel a scheduled bills payment or fund transfer at least one (1) banking day before the scheduled date. Take into account that the transaction cut-off time is at 10:00 pm for bills payment.
• You may not stop a bills payment or fund transfer once the transaction has been processed. Your online statement can, however, be useful as proof of transaction to make a request to the fund recipient or biller to reverse or cancel an erroneous bills payment or fund transfer.

Prepaid Mobile Reload

How do I purchase mobile prepaid credits using my Security Bank Online account?

• Log in to Security Bank Online
• Go to “Payments and Transfers”
• Select “Reload Mobile Phone”
• Enter the details of your purchase (TELCO, amount, mobile number, etc.)
• Submit and confirm your transaction

What are the available Telcos for the reloading Service?

Prepaid load is available for all networks such as Globe, Smart and Sun Cellular.

Are there additional charges when I purchase load credits through Security Bank Online?

There are no additional charges when you purchase load through Security Bank Online. The load amount that you select will be the same amount loaded to your device.

How long will the load arrive to my preferred mobile device?

After a successful reload transaction, the load will be immediately sent to your device.

How will I know if my checkbook re-order has been received and processed?

Upon submission of your checkbook re-order, you will receive an email confirming the receipt of your request. You will receive another email confirming the approval or rejection of your request. You may also check the status of your request through the view/cancel checkbook request function in Security Bank Online.

How long does it take for the checkbook I requested via Security Bank Online to be available?

The standard turn-around time is two (2) weeks from the date of your request. You will receive an email notification that your checkbook is available for pick-up from your branch of account.

How can I cancel a request for check book re-order?

Cancellation of a checkbook re-order is possible two days from the date of request through Security Bank Online for as long as the status of your request is still pending.

Security Bank Online (SBOL) Profile

How do I amend/update mobile number or email address in SBOL?

To update your contact number, you may log on to Mobile App and go to More > Change Email Address/Change Phone Number. The update will require an OTP. If you do not have an access on your old phone number, you may fill out the webform at https://www.securitybank.com/customer-information-update/, or call our Customer Service Hotline at (02) 8887-9188.

Online Security

How safe is Security Bank Online?

Security Bank Online provides a number of security measures to protect the confidentiality of your accounts when banking online which includes the following:

1. Nominated User ID and PasswordWhen you enroll for online access, you will be asked to create your own User ID and Password, which will be used every time you log in to Security Bank Online to access your accounts. This information is encrypted, or scrambled, during transmission.
2. Session expirationSecurity Bank Online automatically logs you off after 10 minutes of inactivity. This lowers the risk of others accessing your account online when the computer is left unattended.
3. Firewall and network securitySecurity Bank’s computer systems are protected at all times by firewalls and other security hardware and software that block off unauthorized users from accessing your account information.
4. Email confirmationAs an additional security measure, Security Bank Online sends out an email confirmation for all financial transactions and any change in your Security Bank Online account profile.
5. SMS notificationSecurity Bank Online sends out text notifications for transactions made and amendment of profile.
6. Technology updatesSecurity Bank is committed to updating its technology infrastructure as necessary to maintain high security standards and ensure the protection of your financial information at all times.
7. Symantec Norton Digital Certificate / Secure SealThe Security Bank Online secure web site uses a 256-bit SSL digital certificate issued by Symantec Corporation, a 3rd party global certificate authority and leader in Internet security. The Norton Secure Seal and digital certificate ensures that clients are visiting a registered and official Security Bank Online web site. It also ensures communication between the client and Security Bank Online is encrypted to protect against Internet eavesdropping of confidential personal information and transactions.
8. One-Time-Password (OTP)Security Bank Online sends out an OTP if (i) total payments and transfers for the day goes over Php 10,000, (ii) a recipient of a fund transfer is not from the Favorites list, or (iii) there is an instruction to amend the account profile.

How secure is my User ID and Password?

• When you enroll for online access, you will be asked to create your own User ID and Password, which will be used every time you log in to online banking to access your accounts.
• Your nominated User ID is unique. The system will reject a User ID that has been used earlier by another user of Security Bank Online. Be sure to nominate a User ID that contains at least six (6) alphanumeric characters and that is difficult to guess.
• Passwords should contain 8 to 15 alphanumeric characters that will be difficult to guess. Every time you type your password, its characters will be masked.
• You will be prompted to change their passwords every ninety (90) days to prevent unauthorized users from using your old password. Security Bank Online also enforces a password change for every first-time log in after retrieving a temporary password from the Forgot Password link.
• For more information, please go here: https://www.securitybank.com/blog/how-to-reset-your-sbol-password/

Why do I need to provide a Challenge Question?

As an added protection, you are required to nominate a Challenge Question that only you will be able to answer. To ensure that nobody else can change your password except you, nominate challenge questions that are not easily guessed by other people.

How do I change my account password?

1. Log in by entering your User ID and Password then click Log-in.
2. On the upper-right side, click on your name.
3. Select and click “Change Own Password”.
4. Enter the correct answer to your Challenge Question and click Submit.
5. Enter Old Password then your nominated password
6. Retype nominated password
7. Click confirm and changes will be reflected

What should I do if I forget my password?

1. You can change or reset your Password by clicking the Forgot Password link from the Security Bank Online Home page. To verify your identity, you will then be required to provide User ID, your registered email address, and the answer to your Challenge Question.
2. If information are provided correctly, you will receive a temporary password thru your registered email which you may use upon log-in. You will then be asked to change this temporary password upon log-in.
3. If you cannot answer the Challenge Question, you may call the Security Bank Online Help Desk at +63(2)8887-9188 or email us at [email protected] for assistance. Security Bank Online Help Desk operates 24/7.
4. For more information, please go here: https://www.securitybank.com/blog/how-to-reset-your-sbol-password/

What should I do if my User ID is locked?

Please call the Security Bank Online Help Desk at +63(2)8887-9188 or go here: https://www.securitybank.com/online-banking/sbol-helpdesk/. You will be asked some verification questions before your User ID will be unlocked.

What should I do if I find or suspect any fraudulent transaction or activity in my Security Bank Online account?

Please immediately report any suspicious transaction or activity thru the Security Bank Online Help Desk at +63(2)8887-9188 or email us at [email protected]. Also, you may report it by accessing https://www.securitybank.com/sbol-security-reminders/, then click Report Fraud.

What should I do if I forget my User ID?

Call the Contact Center at 8887-9188 to request for User ID retrieval. Depending on the verification process, you may be asked to visit your nearest branch to present proper identification before we can send the user ID to your registered email address.

Others

Is Security Bank Online accessible overseas?

As long as you have Internet access and a computer or mobile device with a compatible browser, you may access Security bank Online 24/7.

Can I view or track all transactions done on Security Bank Online real time?

• Yes, transactions are reflected on your accounts real-time. This means that you can view transactions on your enrolled accounts instantaneously as the activity occurs.
• Transactions done on Security Bank Online are done real time. Take note however, that the prescribed cut-off time for bills payment is at 10:00 pm. This means that if a payment is made after 10:00 pm, your bank account is immediately debited but your transaction shall only be reflected online the next day.

What are the transactions I can schedule? What are the types of scheduled transactions available? When will my scheduled transaction run?

• Transactions can be scheduled for Bills Payment, Fund Transfer, Prepaid Mobile Reload, eSecure Savings and UITF Subscribe.
• When scheduling transactions, the are 3 options to choose from:
  • Immediate – Transaction is executed immediately after you submit and confirm the instruction.
  • Post-dated – Transaction is executed once at a defined later date.
  • Recurring – Transaction is scheduled and executed on a daily, weekly or monthly interval with a defined start date and number of repeated payments.
• Scheduled transactions cannot start on the date of request. The starting date should be at least one (1) banking day after the date of request.

Is there a limit to the amount that I can transfer per transaction?

SBOL has daily aggregate limit of Php 600,000. This limit is combined for Fund Transfer to Others, Bills Payment, Prepaid Mobile Reload and eGiveCash.

• There is no amount limit per transaction for Fund Transfer to Own account.
• Instapay has Php 50,000 limit per transaction and Php 100,000 limit per day.

What happens if my enrolled credit card account gets lost or stolen?

Please call the Customer Contact Center at +63(2)8887-9188 to report your lost/stolen card for blocking. Once done, you can still log in to your account but you can no longer view your balances nor submit other requests on the lost or stolen card.